- Professional
- Escritório em Bangalore
Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.
What is The Role
The Incident Management Team plays a critical role in ensuring the stability and resilience of our IT operations. As the central hub for incident response, the team manages the full lifecycle of IT incidents—detecting, logging, categorizing, prioritizing, escalating, and communicating—so that business operations continue with minimal disruption. Our goal is to resolve all incidents within agreed Service Level Agreements (SLAs) while delivering clear, timely updates to stakeholders.
What You Will Be Doing
- Own the Incident Process: Act as the primary contact and owner for all IT incidents, ensuring each is managed from detection through resolution.
- Triage and Prioritize: Assess and prioritize incidents based on business impact and urgency, always aligning with SLAs.
- Coordinate Resolution: Facilitate collaboration between technical teams, business stakeholders, and vendors to drive efficient, effective incident resolution.
- Communicate with Stakeholders: Provide timely, accurate updates to senior leaders, business partners, and end-users during major incidents (P1/P2).
- Drive Problem Management: Lead post-incident reviews (PIRs) and root cause analysis (RCA) to uncover underlying issues and prevent recurrence.
- Data Analysis: Review incident trends and data to identify opportunities for improvement and support proactive problem management.
- Document Thoroughly: Ensure all incident records are complete, accurate, and include detailed steps, workarounds, and resolutions.
- Monitor Performance: Help track and report on key performance indicators (KPIs) such as uptime, Mean Time to Acknowledge (MTTA), and Mean Time to Resolve (MTTR).
What You Bring
- Experience: At least 5 years in IT Service Operations or Incident Management, ideally in a dynamic, fast-paced environment.
- ITIL Knowledge: Strong understanding of ITIL v3 or v4, with hands-on experience in Incident Management.
- Technical Skills: Proficiency with IT Service Management (ITSM) tools such as ServiceNow, Jira, or similar platforms.
- Metrics Focus: Solid grasp of SLAs, OLAs, TATs, and uptime calculations, with a data-driven approach to performance.
- Problem-Solving: Strong analytical and troubleshooting skills, with the ability to stay calm and make decisions under pressure.
- Communication: Excellent written and verbal communication skills, with a proven ability to engage and inform stakeholders at all levels.
- Flexibility: Willingness to work in rotational shifts, including weekends and holidays, as needed.
Bonus Points
- Certifications: ITIL v4 Foundation (or higher) certification required.
- Major Incident Management: Direct experience managing high-severity (P1/P2) incidents from start to finish, Familiarity with ISO/IEC 20001 standards.
- Monitoring Tools: Experience with monitoring and alerting platforms such as PagerDuty, Grafana, or Kibana.
- Leadership: Experience mentoring or leading a small team or project, with strong people management skills.
- Root Cause Analysis: Knowledge of root cause analysis techniques (e.g., 5 Whys, Fishbone Diagram).
Additional Information - We Take Care of Our People
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
- Competitive pay based on the work you do here and not your previous salary
- Health coverage for you and your family in many locations
- Ability to craft your calendar with flexible locations and schedules for many roles
- Generous number of vacation days each year
- Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
- Up to 40 hours each year to use toward volunteer projects you love
- Embracing parenthood with minimum of 16 weeks of parental leave
Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email [email protected]. We will reply to your request within 24 business hours of submission.
Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)
Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.
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